System and method of embedding and launching a form from third-party knowledge content

ABSTRACT

In the field of government engagement management, for users of an employee desktop web client, it is now possible, within the web client application, to search and read articles and/or knowledge content that has been authored to external locations. Due to this integration to external, third-party applications, content and/or articles can be displayed to an agent on the employee desktop web client graphical user interface. Agents can enter free text into a specific search field and review the results in summary form, and then select an article in HTML format to progress the current interaction with the client. An additional feature extending from this capability is to add an amount of coding to external knowledge content websites that are owned and/or operated by the owner of the system such that when the website is viewed through the third-party integration module, a button or icon appears within the website that when selected takes the agent to an appropriate form. This button or icon does not appear when the website is viewed outside of the system. This functionality adds value to the agent experience and enables the agent to provide an improved service to the end client. Results may be filtered by the search engine as well. Moreover, this system and method improves the operation of the computer in that the computer running such a system in the past was not able to integrate in such a fashion in a web client format. This system and method also enables an agent to handle calls with the web client more efficiently, and allows agents on the web client to automatically classify.

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application is a continuation of U.S. application Ser. No.16/211,794, filed Dec. 6, 2018, which application is acontinuation-in-part of U.S. application Ser. No. 15/987,574, filed May23, 2018, which application is a continuation of U.S. application Ser.No. 15/217,240, filed Jul. 22, 2016, which application claims priorityof European Patent Application No. 16177306.4, filed Jun. 30, 2016, thecontents of which are incorporated herein by reference in theirentireties.

BACKGROUND

In exemplary government engagement management systems, web client orweb-based interaction and engagement systems are unable to accommodatethe use of external knowledge searching capabilities. In other words,current systems are unable to use external, third-party systemsseamlessly through the engagement management system in order to collectrelevant knowledge content for the interaction with a client.

SUMMARY

In the field of government engagement management, for users of anemployee desktop web client, it is now possible, within the web clientapplication, to search and read articles and/or knowledge content thathas been authored to external locations. Due to this integration toexternal, third-party applications, content and/or articles can bedisplayed to an agent on the employee desktop web client graphical userinterface. Agents can enter free text into a specific search field andreview the results in summary form, and then select an article in HTMLformat to progress the current interaction with the client. Anadditional feature extending from this capability is to add an amount ofcoding to external knowledge content websites that are owned and/oroperated by the owner of the system such that when the website is viewedthrough the third-party integration module, a button or icon appearswithin the website that when selected takes the agent to an appropriateform. This button or icon does not appear when the website is viewedoutside of the system. This functionality adds value to the agentexperience and enables the agent to provide an improved service to theend client. Results may be filtered by the search engine as well.Moreover, this system and method improves the operation of the computerin that the computer running such a system in the past was not able tointegrate in such a fashion in a web client format. This system andmethod also enables an agent to handle calls with the web client moreefficiently, and allows agents on the web client to automaticallyclassify.

In one embodiment of the present application, a method of embedding andlaunching a form with an external application for an agent in a webclient application, the method comprises starting an interaction with aclient with the web client application by the agent, searching forrelevant knowledge content through a third-party integration moduleusing a graphical user interface, launching a knowledge content formfrom a knowledge content website with an embedded knowledge contentbutton and completing the knowledge content form, and completing theinteraction with the client with enhanced input from the search step.

In an additional embodiment of the present application, a non-transitorycomputer readable medium programmed with computer readable code thatupon execution by a computer processor causes the computer processor tostart an interaction with a client with the web client application bythe agent, search for relevant knowledge content through a third-partyintegration module using a graphical user interface, launch a knowledgecontent form from a knowledge content website with an embedded knowledgecontent button and completing the knowledge content form, and completethe interaction with the client with enhanced input from the searchstep.

As set out above, the embodiments allow integration of a plurality ofsystem parts into a web client application. This makes the overallsystem more user-friendly because a user does not need to switch betweendifferent system parts that are running in separate user interfaces, butinstead is able to interact with multiple system parts through a singleuser interface, such as a web client application. This simplifies theway in which the user interacts with the overall system and thereforemakes it easier for the user to use.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram of an exemplary embodiment of a system of thepresent application.

FIG. 2 is a block diagram of an exemplary embodiment of a system of thepresent application.

FIG. 3-7 are screen shots illustrating graphical user interfacesexemplary of an embodiment of the system of the present application.

FIG. 8 and FIG. 9 are flow charts of exemplary embodiments of methods ofthe present application.

DETAILED DESCRIPTION

In the present description, certain terms have been used for brevity,clearness and understanding. No unnecessary limitations are to beapplied therefrom beyond the requirement of the prior art because suchterms are used for descriptive purposes only and are intended to bebroadly construed. The different systems and methods described hereinmay be used alone or in combination with other systems and methods.Various equivalents, alternatives and modifications are possible withinthe scope of the appended claims. Each limitation in the appended claimsis intended to invoke interpretation under 35 U.S.C. § 112, sixthparagraph, only if the terms “means for” or “step for” are explicitlyrecited in the respective limitation.

In the field of government engagement management systems, agents in webclient systems may wish to run specific scripts that allow the agent tobe more efficient in handling interactions with a customer moreefficiently by improving the operation of the system and computergenerally. In such cases, the user logs on to an employee desktop webclient as an interaction handling agent and starts an interaction withthe user, by clicking on a VOICE IN button or another activation buttonon an interaction bar, thus allowing a script-flow to launch and displayto the agent. The agent will then speak the text shown on the graphicaluser interface to the client and select the menu based on the responseof the client. The agent may then be shown different screens in thecontent panel based on the nature of the call, and the interaction withthe client is ended when the client has no more queries for the agent,and/or when the script-flow is completed.

FIGS. 8 and 9 are flow charts that depict exemplary embodiments ofmethods 400/500 of external integration. FIG. 8 illustrates a method 400of the present application, and in an exemplary embodiment is performedin real-time during an agent/client interaction. In step 402, the agentlogs into the employee desktop web client application, and in step 404the agent begins to handle an incoming interaction with a client. If instep 406 the knowledge search feature of the web client application isconfigured, then the agent is able to conduct searches for relevantknowledge content in step 408. If the knowledge search application isnot configured in step 406, then the agent handles the interactionwithout the knowledge content search capability in step 410, and theinteraction with the client is completed in step 414. In step 412, theagent handles and processes the interaction with the enhanced input fromthe knowledge search in step 408, and then the interaction with theclient is completed in step 414.

FIG. 9 also illustrates a method 500 of the present application, and inan exemplary embodiment is performed in real time during an agent/clientinteraction. In step 502, the agent logs into the system and engages ina client interaction. According to the method 400, the agent searchesfor an external knowledge article in step 504, and reviews the articlefor content in step 506. If the knowledge article is located on awebsite where code has been added to implement a button or icon whenviewed through the system 100, then after step 508, the agent willlaunch the knowledge content form in step 510. The agent then completesthe form and service request in step 514 before completing the call withthe client in step 516. If in step 508 the article does not have abutton or icon to launch the form, then in step 512, the agent providesverbal information to the client from the article 508 and completes thecall in step 516.

FIG. 2 is a system diagram of an exemplary embodiment of a system 200for external application integration. The system 200 is generally acomputing system that includes a processing system 206, storage system204, software 202, communication interface 208 and a user interface 210.The processing system 206 loads and executes software 202 from thestorage system 204, including a software module 230. When executed bythe computing system 200, software module 230 directs the processingsystem 206 to operate as described in herein in further detail inaccordance with the methods 400 and 500, as in further embodiments inaccordance with the methods 400 and 500 described herein with respect toFIGS. 8-9.

Although the computing system 200 as depicted in FIG. 2 includes onesoftware module in the present example, it should be understood that oneor more modules could provide the same operation. Similarly, whiledescription as provided herein refers to a computing system 200 and aprocessing system 206, it is to be recognized that implementations ofsuch systems can be performed using one or more processors, which may becommunicatively connected, and such implementations are considered to bewithin the scope of the description. It is also contemplated that thesecomponents of the computing system 200 may be operating in a number ofphysical locations described below in the system 100 of FIG. 1.

The processing system 206 can comprise a microprocessor and othercircuitry that retrieves and executes software 202 from storage system204. Processing system 206 can be implemented within a single processingdevice but can also be distributed across multiple processing devices orsub-systems that cooperate in existing program instructions. Examples ofprocessing system 206 include general purpose central processing units,application specific processors, and logic devices, as well as any othertype of processing device, combinations of processing devices, orvariations thereof.

The storage system 204 can comprise any storage media readable byprocessing system 206, and capable of storing software 202. The storagesystem 204 can include volatile and non-volatile, removable andnon-removable media implemented in any method or technology for storageof information, such as computer readable instructions, data structures,program modules, or other data. Storage system 204 can be implemented asa single storage device but may also be implemented across multiplestorage devices or sub-systems. Storage system 204 can further includeadditional elements, such a controller capable, of communicating withthe processing system 206.

Examples of storage media include random access memory, read onlymemory, magnetic discs, optical discs, flash memory, virtual memory, andnon-virtual memory, magnetic sets, magnetic tape, magnetic disc storageor other magnetic storage devices, or any other medium which can be usedto store the desired information and that may be accessed by aninstruction execution system, as well as any combination or variationthereof, or any other type of storage medium. In some implementations,the storage media can be a non-transitory storage media. In someimplementations, at least a portion of the storage media may betransitory.

User interface 210 can include a mouse, a keyboard, a voice inputdevice, a touch input device for receiving a gesture from a user, amotion input device for detecting non-touch gestures and other motionsby a user, and other comparable input devices and associated processingelements capable of receiving user input from a user. Output devicessuch as a video display or graphical display can display an interfacefurther associated with embodiments of the system and method asdisclosed herein. Speakers, printers, haptic devices and other types ofoutput devices may also be included in the user interface 210. An agent250 communicates with the computing system 200 through the userinterface 210 in order to enter client input 220, to manage aninteraction, or any number of other tasks the agent 250 may want tocomplete with the computing system 200 as well be described in greaterdetail below.

As described in further detail herein, the computing system 200 receivesand transmits data through communication interface 208. In embodiments,the communication interface 208 operates to send and/or receive datato/from other devices to which the computing system 200 iscommunicatively connected, and to received and process client input 220,as will be described in greater detail below. The client input 220 willinclude details about a request, work order or other set of informationthat will necessitate an interaction between the client and the agent.Client input 220 may also be made directly to the agent 250, as will bedescribed in further detail below.

FIG. 1 illustrates a block diagram of an engagement management system100 according to the present application. The client graphical userinterface (GUI) 102 includes a number of client applications 104, 106,108, 110 and serves as the client 101 and agent 103, 105 interface forthe system 100. The client GUI 102 may include any of the followingapplications: first, an employee desktop 104, an employee desktop 106,an online form application 108 and a self-service application 110. Theemployee rich desktop 104 is not the subject of this application. Theclient 101 in such a system 100 may contact the client GUI 102 in orderto report a problem, issue and/or make a work request, or any other typeof interaction that the client 101 may have with the government entityutilizing this system 100. The client 101 may contact the system 100 ina number of ways over a number of mediums, such as but not limited to,e-mail, voicemail, online access, and/or through direct telephonecontact. In the case of utilizing a telephone in order to start aninteraction, the user 101 may contact a front-end agent 103 directly toreport an incident or work request. The front-end agent 103 will thenutilize the employee desktop 106 to create an interaction order for theclient. This interaction order may be carried out by the front-end agent103 at the time of the call or at a later time, or by a back-end agent105 who may only handle the processing of such orders. The client 101may also call into the client GUI 102 system and leave a voicemail,e-mail the client GUI 102, or log in to a client app (not shown) in theclient GUI 102 in order to create an interaction order as well. Theclient GUI 102 also includes an online form application 108 that allowsthe agent 103, 105 to save a number of standard and/or commonly usedforms for the agent 103, 105 to use, and a self-service application 110where the client 100 may log in and create an order without interactingwith an agent 103, 105.

The client GUI 102 is therefore the point of interface for the client101 as well as the agent 103, 105 in the system 100, and is incommunication with the remainder of the system through a network 111.The network is preferably the internet, or another LAN, but generallythe system 100 described here in the present application is directedtoward the employee web desktop application 106, that utilizes a clientGUI 102 separated by the remainder of the system 100 through theinternet.

The server-side services 112 include a number of service applications114 utilized by the employee web desktop 106. The service applicationsshown in FIG. 1 are exemplary only, and may be interchanged with otherapplications and/or some applications may be removed. The system 100also includes an integration module 116 that includes a number ofintegration applications 118 that may be utilized to integrate withother portions of the system 100 that are not shown, as well as athird-party integration module 120 that includes third-party integrationapplications 122 that may be utilized to integrate with other systemsand applications outside of the current system 100. In operation, theagent 103, 105 utilizing the client GUI 102 of the employee desktop webapplication 106 accesses the server-side services 112 through thenetwork 111, and the appropriate server-side services 112 applicationintegrates an external search engine through one of a plurality ofthird-party integration applications 120. This integration to the thirdparty search application is seamlessly integrated into the employeedesktop web client application 106 such that the client GUI 102incorporates the search capabilities into the web client application 106as will be described in greater detail and illustrated in the FIGS. 3-7.

Still referring to FIG. 1, the system and method of the presentapplication has found a solution to embed code in the third-partyknowledge article, which, when viewed through the client graphical userinterface 100, will render as a button or icon in the third-partyknowledge article, and allow the agent 103, 105 to select the button oricon to display a context specific online form to be completed by theagent. With the form, the agent 103, 105 can capture information on aspecific service request related to the third-party knowledge article.However, if the knowledge article is shown and/or accessed outside ofthe system 100, the button or icon will either not render at all orrender in a different fashion according to the owner's preference. Itshould be noted that the external website where this embedded code isadded is typically that of the owner that is implementing the system 100of the present application. Of course, other related websites may alsoembed such code that allows such functionality.

The databases 124 include an online transactional process database(OLTP) 126 that stores all configuration and interaction data, as wellas providing a secure and resilient way of holding information andenables data extraction using standard database reporting tools. Thedatabases 124 may be held on a physically separate machine from theserver-side services 112 or on the same physical location. The OLTPdatabase 126 stores all of the data needed for interaction casemanipulation and/or execution. The data mart (DM) database 127 is areporting database configured so that reporting does not have to be donefrom the OLTP database 126. The knowledge database 129 is utilized forthe owner of the engagement management system 100 to store its ownwebsite or other information. The configuration module 128 includes anumber of configuration applications 130 that are utilized to set-up,maintain and configure the system 100.

FIG. 3 illustrates a graphical user interface 300 of the system andmethod of the present application before external content is searched byan agent. Referring to FIGS. 3-5 simultaneously, the graphical userinterface 300 first includes an integrated search area 302 that includesboth the search term box 304 and the result preview area 306. When anagent wishes to utilize this functionality, the user enters search termsinto the search term box 304, and as the agent enters the search terms,the result preview area 306 displays possible search results prior tothe agent pressing the return key or selecting the search icon.Referring now to FIG. 4, once the agent presses the return key orselects the search icon, a search results area 308 presents the agentwith the search results 310. Here, the agent can review summaries of thesearch results 310 and select a result that the agent thinks might beuseful content for the interaction with the client. Referring to FIG. 5,once the agent selects one of the search results 310, the selectedresult 312 will display for the agent. Once the agent is finished withthe selected result, the agent may return to the search results area 308to choose another search result 310, or simply close the selected result312 and discontinue utilizing this feature, and return to theinteraction with the client.

As described above, the system and method of the present applicationalso includes additional functionality related to this graphical userinterface 300, as depicted in FIGS. 6 and 7. Specifically, the selectedresult 312 may also include a form button 314, that may render as abutton and/or an icon that allows a user when selecting the form button314 to launch an appropriate form 316 related to the content of theselected result 312. As discussed above in detail, this form button 314renders only through viewing of the selected result through the system100 of the present application.

The functional block diagrams, operational sequences, and flow diagramsprovided in the Figures are representative of exemplary architectures,environments, and methodologies for performing novel aspects of thedisclosure. While, for purposes of simplicity of explanation, themethodologies included herein may be in the form of a functionaldiagram, operational sequence, or flow diagram, and may be described asa series of acts, it is to be understood and appreciated that themethodologies are not limited by the order of acts, as some acts may, inaccordance therewith, occur in a different order and/or concurrentlywith other acts from that shown and described herein. For example, thoseskilled in the art will understand and appreciate that a methodology canalternatively be represented as a series of interrelated states orevents, such as in a state diagram. Moreover, not all acts illustratedin a methodology may be required for a novel implementation.

This written description uses examples to disclose the invention,including the best mode, and also to enable any person skilled in theart to make and use the invention. The patentable scope of the inventionis defined by the claims, and may include other examples that occur tothose skilled in the art. Such other examples are intended to be withinthe scope of the claims if they have structural elements that do notdiffer from the literal language of the claims, or if they includeequivalent structural elements with insubstantial differences from theliteral languages of the claims.

In the foregoing description, certain terms have been used for brevity,clearness, and understanding. No unnecessary limitations are to beinferred therefrom beyond the requirement of the prior art because suchterms are used for descriptive purposes and are intended to be broadlyconstrued. The different configurations, systems, and method stepsdescribed herein may be used alone or in combination with otherconfigurations, systems and method steps. It is to be expected thatvarious equivalents, alternatives and modifications are possible withinthe scope of the appended claims.

1.-12. (canceled)
 13. A method of embedding and launching a form with anexternal application for an agent in a web client application, themethod comprising: searching for relevant knowledge content for aninteraction through a third-party integration module using a graphicaluser interface; launching a knowledge content form from a knowledgecontent website with an embedded knowledge content button; andcompleting the interaction with a client with or without enhanced inputfrom the search step, wherein the agent completes the interaction withonly verbal information if no knowledge form content is configured. 14.The method of claim 13, the method further comprising starting aninteraction with the client with the web client application by theagent.
 15. The method of claim 14, wherein the interaction with theclient is any one of a live telephone call, e-mail, face-to-face, or aweb chat session with the client.
 16. The method of claim 13, the methodfurther comprising completing the knowledge content form by the agent.17. The method of claim 13, wherein the graphical user interface furtherincludes an integrated search area for the search step.
 18. A system forembedding and launching a form with an external application for an agentin a web client application, comprising: a processor; a display with agraphical user interface; and a non-transitory computer readable mediumprogrammed with computer readable code that upon execution by theprocessor causes the processor to: search for relevant knowledge contentfor an interaction through a third-party integration module using agraphical user interface; launch a knowledge content form from aknowledge content website with an embedded knowledge content button; andthrough the graphical user interface allowed the agent to complete theinteraction with a client with or without enhanced input from the searchstep, wherein the agent completes the interaction with only verbalinformation if no knowledge form content is configured.
 19. The systemof claim 18, wherein the processor is further instructed through theagent to start an interaction with the client with the web clientapplication.
 20. The system of claim 19, wherein the interaction withthe client is any one of a live telephone call, e-mail, face-to-face, ora web chat session with the client.
 21. The system of claim 18, whereinthe processor is further instructed to allow the agent to complete theknowledge content form.
 22. The system of claim 18, wherein thegraphical user interface further includes an integrated search area forthe search step.
 23. A method of embedding and launching a form with anexternal application for an agent in a web client application, themethod comprising: integrating to an external application for an agentin a web client application; searching for relevant knowledge contentfor an interaction through a third-party integration module using agraphical user interface; launching a knowledge content form from aknowledge content website with an embedded knowledge content button,wherein the third-party integration module integrates with other systemsand applications outside of a current system in order to search for therelevant knowledge content, wherein the other systems and applicationsoutside of the current system are integrated into the graphical userinterface; and completing the interaction with the client using thegraphical user interface with or without enhanced input from the searchand launch steps, wherein the agent completes the interaction withexisting resources when no knowledge search is configured, furtherwherein the agent completes the interaction with only verbal informationif no knowledge content form is configured in the knowledge contentsearch results.
 24. The method of claim 23, the method furthercomprising starting an interaction with the client with the web clientapplication by the agent.
 25. The method of claim 24, wherein theinteraction with the client is any one of a live telephone call, e-mail,face-to-face, or a web chat session with the client.
 26. The method ofclaim 23, the method further comprising completing the knowledge contentform by the agent.
 27. The method of claim 23, wherein the graphicaluser interface further includes an integrated search area for the searchstep.
 28. A system for embedding and launching a form with an externalapplication for an agent in a web client application, comprising: aprocessor; a display with a graphical user interface; and anon-transitory computer readable medium programmed with computerreadable code that upon execution by the processor causes the processorto: search for relevant knowledge content for an interaction through athird-party integration module using a graphical user interface; launcha knowledge content form from a knowledge content website with anembedded knowledge content button, wherein the third-party integrationmodule integrates with other systems and applications outside of acurrent system in order to search for the relevant knowledge content,wherein the other systems and applications outside of the current systemare integrated into the graphical user interface; and through thegraphical user interface allow the agent to complete the interactionwith the client using the graphical user interface with or withoutenhanced input from the search and launch steps, wherein the agentcompletes the interaction with existing resources when no knowledgesearch is configured, further wherein the agent completed theinteraction with only verbal information if no knowledge content form isconfigured in the knowledge content search results.
 29. The system ofclaim 28, wherein the processor is further instructed through the agentto start an interaction with the client with the web client application.30. The system of claim 29, wherein the interaction with the client isany one of a live telephone call, e-mail, face-to-face, or a web chatsession with the client.
 31. The system of claim 28, wherein theprocessor is further instructed to allow the agent to complete theknowledge content form.
 32. The system of claim 28, wherein thegraphical user interface further includes an integrated search area forthe search step.